Jatinder Dhaliwal, M.Mgt

•Led the development of a digital roadmap that outlined the direction of the OHT, key gaps faced by the OHT and laid short and long-term goals for Durham OHT based on needs identified by partner organisations, and Ontario Health priorities •Oversaw and led the adoption of online appointment booking for primary care providers in the Durham OHT. Year 1 expanded the use of online appointment booking from 0 to 160 licenses and year 2 expanded to 251 licenses •Led the development of the Durham OHT website to ensure physician and patient resources were available to increase navigation of the health system •Overseeing the procurement of a CRM solution to better understand the current adoption of various digital health solutions in the OHT (eReferral, eConsult, OAB etc) •Led the redesign of the Shared Health integrated Information Portal (SHIIP) to create a database to track unattached patients and providers accepting patients to align with provincial goals outlined vision 2030 to attach every Ontarian with a primary care provider. •Managed the development of a community engagement app (Durham Care Compass) for Durham OHT that would function as social and clinical service directory accounting for the social determinants of health as well as a tool for the OHT and its partner organisations to create communications that would be sent directly to end users covering public health alerts, new programs and providers, wellness initiatives and educational information •Managed, built, and maintained strong relationship with Ontario health teams, hospital sites, and partner organizations

•Oversaw the Ocean eReferral rollout to the Central East (CE) region to reach Ministry of Health yearly targets •Managed timelines for clinics, physicians, and hospital department onboarding onto Ocean eReferral •Led engagement meetings with hospital executives and managers to highlight the benefits of Ocean eReferral •Managed and reported on statistics of Ocean eReferral integration within the CE region and presented updates at steering committee meetings •Ensured Ocean eReferral would enhance workflows for primary care and high-volume specialists and hospital departments with no issues to existing referral pathways •Worked with physicians and hospital departments to design and recommend workflows for with the integration of Ocean eReferral providing them with process flow diagrams •Liaised with stakeholders to ensure consistency of referral forms across CE hospital cluster •Lead the assessment of clinics and hospital departments readiness to adopt Ocean eReferral, which allowed plan prioritization of onboarding •Provided support to stakeholders to help develop communication materials •Monitored onboarded clinics to ensure data was being collected accurately, evaluated onboarding process for continuous improvement and ensure consistency and standards met by team members •Oversaw the use of SharePoint to track onboarding efforts, ensure workload evenly distributed, allowed central location of contact information and notes, and ensure data integrity

• Led the asset navigation initiatives in the East Toronto Health Partners (ETHP) Ontario Health Team (OHT) • Oversaw the design of ETHP online service directory. Led working groups with subject matter experts to ensure the target population (seniors, mental health and youth) would use the website as their primary tool for health navigation • Developed a current state of asset navigations in ETHP by creating asset inventories and drectory inventories currently being used within the OHT • Played a key role in developing a 24/7 asset navigation framework with Ontario Health that will be used in developing asset initiatives for every OHT • Provided key data for Ontario Health to develop their digital front door to asset navigation

• Led reporting for daily COVID 19 vaccination appointments, vaccines administered, COVID 19 tests, number of positive COVID 19 vaccinations and oxygen levels in the hospital ICU • Oversaw 3 unique vaccine booking portals based on eligibility criteria. Analyzed demand to forecast future volumes at clinics to ensure appropriate amount of staffing and appropriate amount fo vaccined were allocated to each clinic. • Designed processes for optimal patient flow to reduce lineups for administrative processing at mass vaccination clinics • Faciliated and organised reporting for Ontario’s largest vaccination event in association with MLSE at Scotiabank Arena resulting in record amount of COVID 19 vaccines administered. Responsible for providing major milestone reporting in terms of appointments booked and vaccines administered both internally within the organisaiton and externally to the Mayor’s office. • Evaluated and analyzed large datasets of vaccinated patients by demographic indicators to ensure access to vaccines was equitable. Strategies to ensure minority and underepersented populations has access to vaccines were evaluated based on analysis. • Managed an infrastructure planning project that ensured telecommunication signals will be secure in the new tower at Michael Garron Hospital and building demolition would not affect signal for existing facilities. Liased with key stakeholders from major telecommunication companies. Managed project timelines and deliverable from expert stakeholders

•Led and implemented 3 Ontario Health initiatives for the East Toronto Health Partners (ETHP) to limit the affects of flu surge on ambulatory care. The three initiatives were Mobile flu clinics, the NICE Fund allowing for the transition of care form acute settings back to the patients homes and the Virtual Hub which allowed a network of Transitional Care Coordinators to track patient healthcare journey and access resources throughout the ETHP •Designed and created the online registration forms for all three initiatives allowing to gather valuable demographic information to compare social determinants of health and ensuring all consents were included to comply with PIPEDA and PHIPA. Ensured the valuable data from the forms were transferred into an internal database to evaluation. •Organized with multiple stakeholders to plan, coordinate, and administer vaccines in Toronto Community housing building door to door to ensure seniors with disabilities, disenfranchised, and most vulnerable populations in East Toronto had access to flu vaccines. Ensured proper vaccine was available to administer over 700 vaccines in 37 buildings. •Evaluated and analyzed the mobile surge program by demographic information, access to primary care and other contributory factors that would impact usage of the Mobile Flu clinic program •Oversaw the finances of the NICE Fund ensuring how much of the finances were requested, approved and the remaining amount. Organized invoices and requests from internal and external stakeholders for auditing. Developed presentations to showcase which services were most requested, in which area, and compared these by demographic information and these presentations were showcased to c-suite executives •Executed the launch of the Virtual Hub by creating SharePoint libraries to have a central repository of transitional care requests divided by care coordinators. Increased efficiency in cases accepted by social work teams.

•Well versed In Good manufacturing practices (GMP) to ensure batch records and compliance checks performed accurately and meet regulatory requirments •Entrusted to perform Acceptable Quality Level (AQL) check on various batches and develop Corrective and Preventive Actions (CAPA) based on deviation investigations •Executed product and material review/release by examining batch documents on finished goods, and precursors •Oversaw processing change controls requests, complaints, metrics, risk assessments and recalls on TrackWise •Managed internal database (SoLabs) to update standard operating procedures, best practices, revise quality technical agreements, and assign organisation wide training/retraining •Liased with regulation, marketing, compliance departments, and line mangers to implement quality intiatives

•Entrusted to lead a patient experience project for 26 Ontario Hospital Association affiliated hospitals, Saint Elizabeth Health Care, Bayshore, Nucleus Independent Living, McCormick Homes, Ornge, ErinoakKids, Ontario Renal Network, and Health Shared Services Ontario (14 Ontario LHIN’s). •Collaborated closely with hospital representatives and hospital senior leadership to review results from the patient experience project and utilise the data in formulating recommendations for new initiatives that will serve to increase key performance indicators. •Distributed and applied surveys on behalf of the Ontario Hospital Association to gauge the level of employee satisfaction and engagement in health care facilities. •Designed and monitored project timelines that encompassed all deliverables from clients and the project team; timelines covered project kickoff, launch, montoring response rates, and results reporting. •Liaised with senior leadership teams in the design and implementation of cover letters that met hospital privacy standards as well Canadian Institute of Health Information regulations. •Identified improvements strategies to increase response rates for patient satisfaction and employee engagement by increasing outreach frequency and marketing. •Oversaw all technical queries in building sample plans and reporting framework for patient experience and employee engagement projects, developing data specification for hospitals to provide compatible data files for the Qualysis system. •Worked with data files containing Personal Health Information (PHI) for quality assurance while maintaining strict confidentiality, have become well versed in privacy legislation (PHIPA).

•Managed a roster of nurses, speech language pathologists, physiotherapists, occupational therapists, dieticians, and PSW’s with complex and constantly changing schedules, producing monthly reports related to private services performance indicators and operational statistics. •Executed patient intake procedures, collecting all demographic information, updating the Gold Care database, and handling third-party referrals. •Launched enhanced staffing strategies to fill deficiencies in customer care for foot care, physiotherapy, occupational therapy, home services, and personal care; supported the recruitment, performance management, and onboarding of staff accordingly. •Collaborated closely with case managers to ensure services provided adhered consistently with customer care plans per physician reports.

•Confidently facilitated scheduling for one of the largest Multiple Sclerosis practices’ and various ambulatory clinics including, Robson clinic, physiotherapy, occupational therapy, gynecology clinic, ITB clinic, and physiatry to ensure efficiency, organization, and productivity. •Coordinated and scheduled appointments on the electronic patient record (EPR) system and utilised pathways healthcare scheduling (PHS) system for follow-up appointments as necessary; also, completed billing reports for remuneration and physician records. •Conducted thorough safety checks to ensure that all medical equipment was stored safely in designated areas and participated in safety huddles to ensure that patients and staff were safe while in UHN facilities. •Contacted patients via phone/email for appointment reminders, referrals, cancellations, and rescheduling as well as updating demographic information; researched and sourced efficiency strategies to enhance productivity and patient experiences.

•Confidently facilitated scheduling for one of the largest Multiple Sclerosis practices’ and various ambulatory clinics including, Robson clinic, physiotherapy, occupational therapy, gynecology clinic, ITB clinic, and physiatry to ensure efficiency, organization, and productivity. •Coordinated and scheduled appointments on the electronic patient record (EPR) system and utilised pathways healthcare scheduling (PHS) system for follow-up appointments as necessary; also, completed billing reports for remuneration and physician records. •Conducted thorough safety checks to ensure that all medical equipment was stored safely in designated areas and participated in safety huddles to ensure that patients and staff were safe while in UHN facilities. •Contacted patients via phone/email for appointment reminders, referrals, cancellations, and rescheduling as well as updating demographic information; researched and sourced efficiency strategies to enhance productivity and patient experiences.

Confidently assisted the Faculty of Environmental Studies Senior Development Officer and Alumni Officer in sourcing and updating information about donors and alumni and the creation of content on alumni for recruitment, fundraising, and other communications purposes. Drafted short articles, alumni career journey stories, and biographies for web and print material based on research and interview findings and assisted with the writing and dissemination of congratulatory and donor stewardship letters. Also, assisted in the coordination, planning, and execution of donor-related events including preparing registration lists, creating name badges, and posting event details to the appropriate channels.

•Promoted Xbox game nights at York University's Keele campus by using social media (Twitter, Facebook) •Helped launch the Halo 5 for Xbox •Orchestrated guerrilla promotions •Showcased key hardware and software improvements in the Xbox one to students that had not yet purchased the console •Surveyed participants during the game nights to gauge feedback on the products that were showcased •Reported hardware technical difficulties and dealt with WiFi concerns •Created an atmosphere that encouraged participation of both male and female gamers